AMD Ryzen Warranty not honored?

[Department3]

Acemagician's website says they honor warranties if the computer was bought at the "official store".

Does this mean they don't honor the warranty if you buy it on Amazon?

My teenage son bought the Ryzen Mini PC, AMD Ryzen 7 5800U 16GB DDR4 512GB NVME SSD Mini Desktop Computer 8-9 months ago and it's completely dead now.

Tried: new power cord, cleaned ram, reset, etc etc.

So far I've been dealing with a sketchy customer service email given to me by the seller on Amazon (and the seller is listed as ACEMAGICIAN), and it's been awful. They want me to pay $250 to ship them a $350 computer. So I've been thinking of contacting them via the official website, since IDK who I'm talking to on Amazon. But the wording puts me off.

Anyway, question is, if it was bought on Amazon, do they not honor the warranty?

[Gabe]

They do honor warranties when purchased from Amazon.

I would contact barry777, a tech for the company, at barry@minipcunion.com. He'll very likely request the Amazon order number, so be sure to include that.

[Department3]

Hi Gabe:
Thanks for your help. Unfortunately, they claim they do NOT honor warranties from Amazon. They told us to email a different email address...which is the same email address we emailed.

Further, I emailed Barry; he read nothing I wrote, and did not view the video I sent...he just told me to troubleshoot it, so I rewrote everything I've done, resent the video, and he wrote back asking me to send the video. The same video I'd sent twice. I bit my tongue and did so, but received no further response.

It's very frustrating, it's as if no one reads anything at all and they waste your time just sending you in circles.

[Gabe]

Hi Gabe:
Thanks for your help. Unfortunately, they claim they do NOT honor warranties from Amazon.

I'm going to contact the admin and barry to get clarification this, as I could have sworn they honored them, or at least as long as they were from an authorized seller. I'll reply again when I find something out.

[dragonpoo]

Department3, can you please include a link to the specific product you purchased on Amazon? I believe the AMR5 is one of the brands supported in these forums, unless there's a different vendor selling them.

I encountered a problem with the SSD going out on my AMR5, purchased off Amazon, and was able to get warranty support from Barry, so I wonder what's different in your scenario.

[barry777]

Acemagician's website says they honor warranties if the computer was bought at the "official store".

Does this mean they don't honor the warranty if you buy it on Amazon?

My teenage son bought the Ryzen Mini PC, AMD Ryzen 7 5800U 16GB DDR4 512GB NVME SSD Mini Desktop Computer 8-9 months ago and it's completely dead now.

Tried: new power cord, cleaned ram, reset, etc etc.

So far I've been dealing with a sketchy customer service email given to me by the seller on Amazon (and the seller is listed as ACEMAGICIAN), and it's been awful. They want me to pay $250 to ship them a $350 computer. So I've been thinking of contacting them via the official website, since IDK who I'm talking to on Amazon. But the wording puts me off.

Anyway, question is, if it was bought on Amazon, do they not honor the warranty?

Please pay attention to check your email, the service specialist is contacting you to communicate details.

[barry777]

Let me reiterate: Regarding warranty-related issues.
If Mini PCs and laptops purchased through regular channels encounter failures that are not caused by human damage, you can contact us or our service specialists to inquire about warranty services.

[Department3]

Update:

Barry wrote back and offered another suggestion that he didn't the first time. (The first time, he just said contact Amazon).

I'm skeptical, because it seems to involve sending the PC to a shady address in Germany, and other users have complained online that they were scammed this way...but I'm running out of options I suppose.

The address in Germany was confirmed by someone at the acemagicians.com domain, so between the email and tracking receipt, hopefully, there will be a way to recover either the PC or a refund if I meet the same fate as the others.

I wish the company had a better reputation (or that I had done my research before buying it). I've never had to deal with so many hoops/shady support/etc. before...

I'll update when I have more information, in case others go through this.

[Department3]

Department3, can you please include a link to the specific product you purchased on Amazon? I believe the AMR5 is one of the brands supported in these forums, unless there's a different vendor selling them.

I encountered a problem with the SSD going out on my AMR5, purchased off Amazon, and was able to get warranty support from Barry, so I wonder what's different in your scenario.

Here you go: www.amazon.com/gp/product/B0B6NRNGPL

[dragonpoo]

Hi Department3, thanks for updating your posts. It looks like you are making some progress with Barry and the support email, but please keep us informed about what happens. Your experiences can help others who encounter issues.

From what I can tell, the link is from the US Amazon site, but you mentioned Germany - are you in Europe somewhere, or in the USA? I know there's a location in New York (USA) that is used for returns, but I'm not aware of where people in other countries use for returns.